Reporting terms and definitions
Chargebee Retention has several out-of-the-box reports that aggregate data coming in from your Cancel Page results. This article covers each term and metric included in all of our Reports, what each term defines, and how each metric is calculated.
The following filters and definitions apply to all Reports in Chargebee Retention.
Timeframe Picker - Dropdown that selects range of time to view all Reports.
Date Range - Date picker for Custom option in Timeframe Picker, or showcases dates selected from time frame indicated in the Timeframe Picker dropdown.
The Chargebee Retention Dashboard contains five out-of-the-box reports that display a high level overview of your Cancel Page performance: Save Performance, Deflection Funnel, Saves, Cancels, and Active Watch List
Watch list - Customers that land on the Chargebee Retention Cancel Page but do not complete the cancel process. Customers stay on the Watch list for 30 days after hitting the Cancel Page.
Saved - A customer that has not canceled after 30 days on the watch list.
Deflected - Customers that do not cancel after landing on the Chargebee Retention Cancel Page. We apply a 30 minute buffer after hitting the Cancel page Deflected includes both Saved and Watch list customers.
Cancel - A Customer that lands on the Chargebee Retention Cancel Page and proceeds to cancel, or cancels through another medium after viewing the Cancel Page.
At Risk - Customers on the Watch list.
Cancel Reasons - Reason Customer selected in the Reason Survey on the Cancel Page at when canceling.
Save Performance - A weighted average of Save performance taken over 30 days. Save Rate calculates the weighted average from 30 days before the specified day. The Save Rate presented is the Save Rate for the last day on the chart.
Churned - Canceled customers for the time period selected in the Timeframe Picker.
The Insights Report breaks down the Cancel Reasons your Customers select on your Cancel Page.
All - Total list of customers that have hit the cancel page.
Canceled - Customers that hit the Cancel Page and complete cancellation.
Saved - Customers that do not cancel within 30 days of viewing the Cancel Page. Customers that cancel after the 30 days may still be included
Watch list - Customers that hit the Cancel Page but do not complete cancellation. Watchlist customers click Nevermind, accept an Offer, or click the back button on their browser and remain on the Watchlist for 30 days. After 30 days, these customers move to Saved.
List Column Settings: The gear to add or remove columns from your Customer Report